Sr. Trainer International/VendorHilton

The Senior Trainer for the HRCC will be responsible for ensuring international and vendor contact center offices under the umbrella of HRCC are equipped to meet service and sales objectives through learning interventions. The Team Member will provide consultations, support, accountability and expertise in the areas of learning, coaching and performance management.

What will it be like to work for this Hilton Worldwide Brand?

Hilton Worldwide is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton Worldwide has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton Worldwide is dedicated to continuing its tradition of providing exceptional guest experiences across its ten global brands, which include Waldorf Astoria Hotels & Resorts, Conrad Hotels & Resorts, Hilton Hotels & Resorts, DoubleTree by Hilton, Embassy Suites Hotels, Hilton Garden Inn, Hampton Hotels, Homewood Suites by Hilton, Home2 Suites by Hilton and Hilton Grand Vacations. The company also manages the world-class guest reward program Hilton HHonors®.

If you appreciate the impact global travel can have on the world and know how to offer an exceptional hospitality experience, you may be just the person we are looking for to work as a Hilton Worldwide Team Member.

What will I be doing?

The Senior Trainer for the HRCC will be responsible for ensuring international and vendor contact center offices under the umbrella of HRCC are equipped to meet service and sales objectives through learning interventions. The Team Member will provide consultations, support, accountability and expertise in the areas of learning, coaching and performance management.

Other key priorities are listed below:

• Communicate HRCC learning programs to vendor and international offices

• Conduct learning needs analysis on a scheduled and ad-hoc basis to assess specific vendor and international office needs

• Facilitate Train the Trainers for vendor and international training support

• Audit international and vendor locations to ensure consistency in sales and service experience messages

• Liaison between the curriculum design team and vendor and international delivery teams to ensure programs support local customer needs

• Facilitate leadership development learning interventions in international offices including training and coaching

• Consult with vendor and international offices on agent level and supervisory level performance management interventions including initial needs analysis, training programs and recognition programs

• Measure learning outcomes in terms of behavioral and performance results

• Align outcomes to the strategic and performance goals of HRCC

• Gain insights from vendor and international operations and disseminate best practices throughout the global organization

EOE/AA/Disabled/Veterans